Principles of Bus Corresp

7/31/2019 Principles of Bus Corresp

1/84

Business Correspondence


2/84

Objectives

Submit business correspondenceassignments using acceptable practicesfor format and appearance.

Choose the appropriate type of correspondence based on a situation.

Construct effective business letters that

properly address each situation whilemaintaining favorable relationships.

Apply the rules for letters.


3/84

Principles of businesscorrespondence

Business writing is clear. It uses simple words, short sentences andparagraphs that are easy to understand. Words used are direct to thepoint.

Business writing is formal. It is written in standard formal English. Itrefrains from using abbreviations.

Business writing is objective. It conveys its message in a detached,impartial point of view. You dont express your personal feelings andopinions, youre just presenting the intended message.

Business writing is factual and accurate. It gives only facts pertinent tothe message of the letter.

Business writing is contemporary. It is in a conversational tone.


4/84

Basic Rules

1. Getting to the pointa. Being Conciseb. Paragraphingc.

Use of Listsd. Framing Effective Questions

2. Use of Non Discriminatory Language

3. Punctuation, Grammar and Spelling

4. Tonea. Choosing the Right Toneb. Conversational Tone


5/84

Basic rules: Getting to the point

Being ConciseUse of short sentences

Start document with purpose

Creation of single screen view messages

Elimination of unnecessary wordsE.g.. Avoid bad miscommunication in email writing.

(the word bad is a modifier which is used unnecessarily)

Use lesser number of words


6/84

Paragraphing

Short Sentences

Short Paragraphs (2 to 5 sentences)

Creates white space Quicker to read

Engages the reader

Opening ParagraphFive Ws - Who? , What? , When? , Where? , & Why?


7/84

Basic rules: Use of lists

Benefits of using lists:Writer organizes thoughtsReader sees main points

Important points are not overlooked

Formatting a list:Use numbers or bullets

Items should be parallelCapitalize the first word of each pointBe consistent with punctuation


8/84

Basic rules: Spacing of a list

Double spacing makes reading easier

Double spacing takes more valuable screen spaceSingle spacing does not enhance the list

Single spacing takes less room


9/84

Basic rules : Non-discriminatorylanguage

Non-discriminatory language is language thattreats all people equally

Use language that is free of religious, age andsexual bias

Discriminatory language can come betweenyou and your reader


10/84

Basic rules: Methods to AvoidErrors

Use Spell Check function.

Always Proof Read document.


11/84

Basic rules: Tone

How can I make sure my messages have theappropriate tone?

Ask the following questions:

Why am I writing this document?

Who am I writing to and what do I want them tounderstand?

What kind of tone should I use?


12/84

Basic rules: Tone

What kind of tone should I use with a negative message?

When addressing faults or issues concerning an individual,maintain a professional tone that does not attack the individualbut that makes your position on the issue clear.

Example: Incorrect: I do not understand why you made such

discriminatory remarks.

Correct: Discriminatory remarks are not tolerated in thisorganization.


13/84

The 10 Cs of effective business letters

Letter Styles

Parts of a Business Letter

Guidelines for writing a good letter


14/84

To begin with

Identify the name of the personyou are writing to

Focus the readers attention with a brief opening

Maintain the you viewpoint


15/84

The 10 Cs 1.CLARITYImmediate comprehension of the letters message.

Ways to achieve clearness:a.) think first then write you must think beforehand and figure outwhy you are writing and to whom you are writing.b.) use simple familiar expressions since your aim is to informyour readers, you should use simple words like possible instead of feasible.c.) omit wordiness avoid using unnecessary words that do notcontribute to the clearness of message.d.) avoid jargon use words that are understood by the averagereaders that will not confused them.e.) keep your sentences and paragraphs shortf.) use the active voice subject verb object


16/84

The 10 Cs CLARITY

Instead of Use procure getutilize useviable workable

Wordy Clearaccording to the law legallyaffixed his signature signed

a great length of time longaimed at fora large number of manyfor the purpose of for


17/84

10 Cs 2.CONCISENESS

Brief but complete in its idea. Ways to achieve:

a.) Eliminate unnecessary words(We wish to inform you that) we have already shipped your orderfor two (2) dozens blouses.

b.) Avoid redundancy or repetition of words with the same ideaPlease file (away) this letter. Big (In size)

c.) Economise on adjectives

E.g. The bombastic, graft buster, religious, faithful Ms. Santiagois having a sumptuous meal with friends and supporter, nibblingsucculent, crisp-coated, fresh, delicious inihawna bangus.

BETTER: The graft buster Ms. Santiago is having a sumptuous meal of inihawa bangus with her supporters.


18/84

10 Cs 3. CONCRETENESS

Use definite words rather than general words

Abstract & general: We sell the best fabric.Concrete and specific : We sell yards of Vonnel that are

soft, warm and inexpensive.

Euphemistic Concretecardiovascular accident strokecustodial engineer janitorsenior citizen old people

Sexist language Preferredstewardess flight attendantmankind humanity


19/84

10 Cs 4.COURTESYUse positive expression

Use Instead of can cannotdo do notsuccess failure

Avoidimpossible unfortunatelydoubtful worriedfailure wrong

NegativeOur office is closed after 4 p.m.PositiveOur office is open until 4 p.m.


20/84

10 Cs 5.CONSIDERATIONSeeing every transaction of your readers point of view rather thanyour own point of view. The YOU ATTITUDE. Thinking andwriting in terms of the readers and motivated by what the readerswant and need.

Weak : I hope you respond to our questionnaire.Revised : (You) Please respond to our questionnaire.

Weak : I think that you are a wonderful asset to ourdepartment.

Revised : You are a wonderful asset to our department.

Weak : I am hoping that you will join the committee.Revised : (You) Please consider joining the committee.


21/84

10 Cs 6.CONSISTENCYHas unity of ideas and purpose. Its parts are parallel andthere are no unnecessary shifts in tense, subject, number,

person.

Incorrect : Listening is a skill thatwe

should allimprove. When you listen, I sometimes hear things that change my life.

Correct : Listening is a skill that I would like toimprove. When I listen, I sometimes hearthings that change my life.


22/84

10 Cs 7.COHERENCE

Quality of words to stick together to present asingle idea and to ensure a smooth flow of thought.

There should be logical organization of ideas,correct order of modifiers, correct use of

transitional elements and parallel ideas.


23/84


24/84

10 Cs COHERENCEWays to achieve coherence:

Connectives:

Addition Attitude Contrast Cause and Effectalso fortunately but thus

too naturally however thereforefurthermore in a sense nevertheless consequently

Gen. to Specific Reason Reference Summary Timein fact because the former in summary thenespecially since the latter to sum up nowfor instance as the following in conclusion next


25/84

10 Cs CHARACTERRefers to the personality of the writer as reflected in his writings. Toachieve character in your letter, be original in your letter, in your style, usefresh, everyday expressions and use the personal pronouns.

Stereotyped Modern

Kindly advise Please let us know...I have to honor to inform you I am pleased to inform you

Ways to achieve character:a.) use personal pronouns use I, you, or we rather than theundersigned , or the writer.b.) make it personal/conversational

Use Instead of We are replying to This is in reply to


26/84

10 Cs COMPLETENESSProvide complete information to save time, money and

effort.

a.) prepare all needed informationb.) know the purpose of writing the letterc.) plan the letter to answer all questions of the

readerd.) check letter form important detailse.) aim for the desired response


27/84

10 Cs CORRECTNESS

It should be presentable in appearance

C ontents are free from typographical errors,errors in word selection, in dates and figures,capitalization, punctuation marks

It should stimulate your readers desire to read


28/84

Letter Styles

Full Block

Modified Block


29/84

Full Block Style


30/84

Modified Block Style


31/84

Parts of a Business Letter

Heading

Inside AddressSalutationBody

Complimentary ClosingAdditional Information


32/84

HeadingFor Modified Block Style

If not using letterhead, begin writers full address at the horizontal center of the page.

Insert date beneath the last line of the address or letterhead.

For Full Block Style.Insert date two spaces below the last line of the

letterhead or writers address.

For All Styles.

Spell out street, avenue, etc.Spell out the name of the City and the postal code


33/84

Inside Address

For long letters2 spaces below the date

For short letters

4 spaces below the dateInclude the readers

full nametitle

full address (including zip)


34/84

Inside Address

Attention linemay write to an organization saying anyone can answer butmay want a particular individual to handle the matter

Reference lineused when referring to a memo or letter you have receivedbefore

Subject line

Attention: Customer Relations DepartmentSubject: Defective parts for SL-100 Calculators


35/84

Salutation

Recipients title and last name: Mr., Ms., Dr., Captain, Professor

No name or title?Dear Sir , Sirs or MadamUse Sir when addressing to a single person like a Director orManagerUse Sirs when addressing to a group of people like the Board

or CommitteeAvoid To Whom It May Concern


36/84

Body Of a Letter

Opening

Main Message

Close


37/84

Opening

Says Why you are writing

Introduction

Background

Basics


38/84

Main Message

Gives Details

Fact & figures / give instructions/ask for/giveinformation;provide details

Response & Action

What action is required / what action will youtake.


39/84

Closing

Usually talks about the future

Mostly requires a simple closing

Complimentary close.


40/84

Putting your reader first

Ask questions to get a clear picture of your readers.

Who are my readers?

What do they already know about the subject?

What do they need to know?

Will they understand technical terms?

What information do they want?

What do I want them to do?

What interests or motivates them?


41/84

Putting your reader first

If you imagine yourself in your reader's position,you're more likely to write a good letter

What prejudices do they have?What worries or reassures them?What will persuade them to my view?What other arguments do I need to present?How are they likely to react to what I say?


42/84

Keeping to the point

Keep to the point of your letterDraw up an outline to plan your letter. Follow these steps:

Make a list of the topics you want to coverList key words, examples, arguments and facts.Cut out anything that's not relevant to your aim or audience.Sort the information into the best order for your readers.


43/84

Getting the right tone

Use a tone that is friendly but efficient . To do this,write as you would speak and talk on paper

Change your writing style to a conversational style.

Use Contractions s uch as it's, doesn't, I'm, you're,we're, they're, isn't, here's, that's, we'll gives apersonal and human feel to your writing.


44/84


Use Personal References

Use words such as I, we, you, your, my, and our in your writing.Using I, we and you also helps you to avoid using passive verbs. Itmakes your style more direct and clear.

So instead of writing: Our address records have been amended ...

WriteWe ve changed your address in our records


45/84


Use Direct Questions

Original: We would appreciate your advising us whether you want tocontinue this account or transfer it.

Redraft: Would you like to continue your account or transfer it?

Original: Please inform us whether payment against these receiptswill be in order.

Redraft: Can we pay against these receipts?


46/84

Keeping it simple

Good writing is effortless reading

Uses short sentences and simple words

Plain English is clear English.

Use active verbs rather than passive verbs

Passive: It was agreed by the committee...Active: The committee agreed...


47/84

Writing in plain English

Keep your sentence average length lowUse simple words rather than complex ones.

(Too often we use words such as additional,indicate, initiate and proliferate for extra, show,start and spread. )

Edit wordy phrases

Avoid jargon and technical termsAvoid abbreviationsAvoid abstract words and phrases


48/84

Writing a strong opening

Your first job in writing any letter is to gainyour reader s attention.

Its an important principle of effective writingto put the most important information first.


49/84

Writing a strong close

The closing paragraph should bring your letter to apolite, businesslike close.

Avoid using weak phrases and overused businessphrases like these:Thanking you for your...

Hoping for a prompt reply...Thanking you in advance for your assistance...


50/84

Writing a strong close

I would again apologize for the delay in replying and Itrust that this has clarified the points you have raised,however, if you wish to discuss any points I have notclarified, or need any further information, you may wishto telephone or contact me accordingly

I look forward to hearing from you and in the meantime,should you have any queries, please do not hesitate tocontact me

I regret that I cannot be of more assistance in thismatter, and should you have any further queries, pleasedo not hesitate to contact me


51/84

Avoiding overused phrases

Many business letters contain hackneyed phrases that detractfrom a clear, natural style.

Original: We trust this is satisfactory, but should you have any

further questions please do not hesitate to contact us.Redraft: We hope you are happy with this arrangement but if youhave any questions, please contact us .

Original:Further to your recent communication. Please findenclosed the requested quotation Redraft:Thank you for contacting us. I enclose the quotation youasked for


52/84

Editing

Keep it ShortCut needless words and needless information.

Cut stale phrases and redundant statements.Cut the first paragraph if it refers to previouscorrespondence.Cut the last paragraph if it asks for future

correspondence.


53/84

Avoiding Lengthy phrasesAvoid UseIn the near future shortly

In the event that in caseIn order that so thatFor the purpose of forWith regard to RegardingI am of the opinion that I think

B i l i i


54/84

Business letter writingchecklist

Keep it Strong

Answer the reader's question in the first paragraph.Give your answer and then explain why.

Use concrete words and examples.Keep to the subject.

Keep it Sincere

Answer promptly.Be human and as friendly as possible.Write as if you were talking to your reader.


55/84

Simple wordsInstead of Use

Terminate end

Utilize use

Anticipate expect

Assistance help

Endeavor effort

Ascertain confirm

Procure get

Advise suggest

Alteration change

Fabricate make

Nevertheless even then

Substantial quite a lot


56/84

Simple WordsInstead of Use

Peruse Read

Aforementioned Previous

Without Charge FREE

Correspondence LetterOther members of staff Colleague

At this point in time Now

In the near future Soon

Allocate GiveConclude End

Designate Name

Assisting Helping


57/84

Avoid

double entry

Viable alternative alternativeRevert back revert

Past history pastForward planning planningEnd result result

Added bonus bonusParticularly distinct distinctFree gift gift


58/84

Waste Words

Successfully How do you manage unsuccessfully?Supervisorial You have already stated you are a managerCapacity Big, vague & meaningless in this contextMaximising Clumsy, conversational wordMinimising DittoOutgoing What payments are outgoing?Expenditures wouldnt expenses say enough?

Previously, Imanaged a groupof ten. Besidestheir trainingandperformance, Iwas alsoresponsible for

keepingproductivityhigh andexpenses low

In my previous job, Isuccessfullymanaged agroup of ten.In mysupervisorycapacity, I wasresponsible formaximizing ourdepartments

productivitywhilstminimising ouroutgoingexpenditures.


59/84

Waste Words

The figures for this year are final,and you can see that, compared tolast year, they are disappointing

enough to make us want to improvethem, so that when they are

reviewed next year, we will havemet this objective.

Compare this years figures to

last years, and the results aredisappointing. Lets makeimproving them our objective

in time for the next review.


60/84

Some Dos

The Five Must Dos

1. Avoid LONG Sentences2. Cut CLUTTER Words3. Use ACTION Verbs4. Talk WITH the Reader5. State Your Message FIRST


61/84

Some Dos

Avoid Long Sentences

Break sentences at and and but joints.

Break at a new idea or change of idea.

Look at any sentence that exceeds three typed lines(about thirty words). Break such sentences intosmaller units.


62/84

Example

We have discussed the possibility of storing steel on the

existing roof with the roofing subcontractor. But hestrongly recommends against this, suggesting that afailure could occur to the roof as 40 tons of steel areinvolved.


63/84

Some Dos

START A NEW SENTENCE WITH BUTWHEN YOU RESERVE THE THOUGHT.

(But is like the reverse gear of your language)


64/84

Some Dos

DO NOT USE AND CARELESSLY. Break sentences at their and joints.

Supply MEANINGFUL TRANSITIONWORDS that prepare the busy reader for what

the new sentence has to say.


65/84

Some Dos

For LISTING Use:In addition, moreover, besides, then

For CONTRAST Use:But, however, on the other hand

For RESULT / Effect Use:Thus, therefore, consequently, so


66/84

Some Dos

AVOID NEGATIVE WORDS AND PHRASES.

EXAMPLES: No; never; wont; cant; unfortunate; inefficient; intolerable; failure;

regret; neglect; negligence; sorry; problem; useless; wrong;complaint

Try stating the message in a more positive tone


67/84

Energy Words

ENERGY WORDS PASSIVE WORDS

I thought youd like to read thearticle Ive enclosed

Enclosed for your perusal,please find

At last! I am writing to tell you about

Cost-effective Cost-efficient

Created Put together

Discover Learn about

A challenge A problemExplore Look for

When you If you

Im sure I hope


68/84

Energy Words

ENERGY WORDS PASSIVE WORDS

Ten days from now In the near future

At least six out of ten people Most people

I look forward to meeting you in person If you would like to meet so I can tellyou more

Immediately As soon as possible

Im sure We believe


69/84

Be Simple, Do not Complicate

Before

High-quality learningenvironments are a necessaryprecondition for facilitation andenhancement of the ongoinglearning process.

Before

If there are any points on which you require explanation orfurther particulars we shall beglad to furnish such additionaldetails as may be required bytelephone.

After

Children need good schools ifthey are to learn properly.

After If you have any questions, pleasering.


70/84

Be Simple, Do not ComplicateBefore

It is important that you shall read the notes,advice and information detailed opposite thencomplete the form overleaf (all sections) prior toimmediate return to the Council by way of theenvelope provided .

Before

Your enquiry about the use of the entrance areaat the library for the purpose of displayingposters and leaflets about Welfare andSupplementary Benefit rights, gives right to thequestion of the provenance and authoritativenessof the material to be displayed. Posters andleaflets issues by the Central Office ofInformation, the Department pf Health and SocialSecurity and other authoritative bodies areusually displayed in libraries, but items of adisputatious or polemic kind, whilst not necessarilyexcluded, are considered individually.

After

Please read the notes opposite before youfill in the form. Then send it back to us assoon as possible in the envelope provided.

After

Thank you for your letter asking permissionto put up posters in the entrance area ofthe library. Before we can give you ananswer, we will need to se a copy of theposters to make sure they wont offendanyone.


71/84

Changing Directions

Having said that, youll also want to consider But thats still only the beginning However, you may be wondering Yes, price is one advantage, but there are more Look at it another way

Quite rightly, you may want to know about our services too There are other benefits as well, such as. You may be equally delighted to know that On the other hand Just as important In addition to Besides While price is important, so is the service youll get And of course youll want to know about the three ways you can pay


72/84

Visual Arrangements

Paragraphs: Indenting vs. Blocking

Breaking up the print: ConsiderIndentation of listsBulleting of pointsBold some wordsUnderlining


73/84

Visual Arrangements

Consider Font Style and Size

Must be appealing to the eye / readableMust convey appropriate tone Generally speaking, no smaller than 12ptfont


74/84

Common Types of Letters

Complimentary Letter

Problem Letter

Good News Letter

Bad News Letter

Persuasive / Sales Letter


75/84

Complimentary Letter

Specifically state the event.

State your feelings about event.

State the effect the event has on yourorganization / profession etc.


76/84

Problem Letters

State the facts positively.

State the problem specifically.

State what you would like done.

End cordially.


77/84

Good News Letters

State the good news

Explain the background of the good news.

End on a positive public relations note.


78/84

Bad News Letters

Begin with good will.

State what you cannot do in a positive way. Offeralternatives.

State what you can do.

State what the reader needs to do.

Close on a positive public relations note.


79/84

Persuasive / Sales Letter

Get attention of reader by stating dramaticinformation or by appealing to readers pride.

Give the features of your product / idea.

State the benefits.

Urge reader action.


80/84

5 short steps

Determine your writing purpose.Know your reader.Outline/organize your message.

Write the first draft.Edit your letter according to:

Content and lay-out;Grammar;

Clarity;Conciseness; andStyle.


81/84

Final Tips

Plan before you write.

Look up the words you need before you start. Note the points you want to make, and order them into logical paragraphs. ToneWrite as you would speak in a business conversation.The tone should be friendly and polite. Names

Make sure you check the gender of the addressee (the recipient),as well as the correct spelling of the person's name and title.

Use Ms. for women and Mr. for men.You can use Mrs. for a women if you are 100% sure that she is married.

Dates To avoid any confusion, write the month instead of using numbers(e.g. January 15th, 2011, or 15 January 2011)


82/84

Final Tips

Be concise and clear.The easier it is to read a letter, the better.

Keep sentences and paragraphs short and simple. Use straightforward vocabulary to avoid any

misunderstanding. Ask direct questions. Rewrite any sentence that does not seem perfectly

clear. If the recipient is not a native English-speaker, it is

preferableto avoid words and expressions that are too technical

or complicated.


83/84

Final Tips

Remember this word order principle :Who - Does - What - How - Where - When(Subject - Verb - Object - Manner - Place - Time)

Examples : Mr. Brown will travel by plane to London on Monday, June 5th.

A technician will install the equipment in your office on Tuesdaymorning. I will confirm the transport arrangements as soon as possible.

Avoid old-fashioned wordsAlthough they are used in legal documents and contracts,

words like 'herewith', 'hereby', 'herein', 'aforementioned', etc. are rarely used in letters .The following style of sentence is preferable :"You will find more information on our products in the enclosed

brochure."


84/84

Principles of Bus Corresp

Documents

Transcript of Principles of Bus Corresp